Release Notes for Cisco Unified Contact Center Express Release 9.0(1)
Release Notes for Cisco Unified Contact Center Express Release 9.0(1)
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Contents

Release Notes for Cisco Unified Contact Center Express Release 9.0(1)

These release notes describe important information and caveats for Cisco Unified Contact Center Express Release 9.0(1).

Introduction

Cisco Unified Contact Center Express (Unified CCX) provides a multimedia (voice, data, and web), IP-enabled customer-care application environment that enhances the efficiency of contact centers. It provides an integrated Automatic Call Distribution (ACD), Unified IP IVR, and Computer Telephony Integration (CTI) virtual contact center solution with support for up to 400 agents and 400 ports.

New Features in Unified CCX 9.0(1)

Unified CCX 9.0(1) provides the following new features:

  • Web Chat
  • Cisco Unified Intelligence Center
  • Unified sign-on
  • SELinux
  • Cisco Mobile Skill Manager

The following list provides a list of high-level overview of these new features:

  • Web Chat:Unified CCX Premium provides the facility for end users to initiate a chat session with the agent, from a website, typically the public website of the organization using Unified CCX. Unified CCX provides separate agent and supervisor web applications, and real-time and historical reports for Chat. The chat functionality requires Cisco SocialMiner to be deployed.
  • Cisco Unified Intelligence Center: Cisco Unified Intelligence Center (Cisco Unified IC) is a web-based reporting solution that provides historical reporting and customizable dashboards, depending on the user role and Cisco Unified IC object permissions. This solution is embedded with Unified CCX 9.0(1) on all packages (Standard, Enhanced, and Premium) in addition to Historical Reporting Client (HRC). Selection of HRC or Cisco Unified IC is available at system level and either one of the two can be selected from the Cisco UCCX Application Administration interface. HRC is selected by default.
  • Unified sign-on: You can log in to Cisco Unified CCX Administration with the Application user credentials in addition to the end user credentials. An end user is a user configured on the Cisco Unified Communications Manager (Unified CM) with administrator capability in Unified CCX. An Application user is a user configured during the installation of Unified CCX and has administrator capability by default.
    If you log in as an Application user, you can seamlessly traverse between the following applications even when the Unified CM is down:
    • Cisco Unified CCX Administration
    • Cisco Unified CCX Serviceability
    • Cisco Desktop Administrator
    • Cisco Unified Serviceability
  • SElinux: SELinux (Security Enhanced Linux is used as the underlying platform security framework instead of CSA (Cisco Security Agent). By default, SELinux is installed in ENFORCED Mode with a strict configuration. Application CLI commands have been provided to control and manage the security framework.
  • Cisco Mobile Skill Manager: A Unified CCX supervisor can use the Cisco Mobile Skill Manager on a smart phone to remotely manage the skill data of all associated agents. The total number of skills available and the skills assigned to an agent cannot go beyond the session limits dictated by the platform. This application is not native and can run on smart phones running iOS 5.x and later with Safari browser, and Android 2.x and later with default browser.
  • Increase in High Availability recording space: While the amount of disk storage allocated for recordings on a single-server (non-HA) deployment remains the same at 2.6 GB, in the case of HA deployments, recordings alternate between two servers to provide load balancing and redundancy. This provides 5.2 GB of recording storage in the case of HA deployments.
  • Additional enhancements and support
    • ESXi 5.0 is supported.
    • Cisco AnyConnect VPN Client is supported.
    • CAD 9.0 integrated browser is in non-compatibility mode.
    • The Reply-To field of Agent E-Mail is enabled by default in WebClient of Cisco Agent Desktop.

Removal of Cisco Unified Communications Manager Express and UC500 support

The Unified CCX deployment with Cisco Unified Communications Manager Express (Unified CME) is not supported from Unified CCX 9.0(1).

  • During the installation of Unified CCX 9.0(1), the user is not given an option to select the deployment type. By default, the Unified CCX is deployed with Unified CM only.
  • The upgrade path from Unified CCX 7.x and Unified CCX 8.x CME-based deployment to Unified CCX 9.0(1) is not supported. You must perform a fresh install of Unified CCX 9.0(1).

Related Documentation

See the Documentation Guide for Cisco Unified Contact Center Express at:

http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​tsd_​products_​support_​series_​home.html

To view the release notes for previous versions of Cisco Unified Contact Center Express, go to:

http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​release_​notes_​list.html

Installation Notes

For step-by-step installation and upgrade instructions for Unified CCX 9.0(1), refer to the Cisco Unified CCX Installation guide, available at the URL:

http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​installation_​guides_​list.html


Note


DNS is mandatory for Unified CCX 9.0(1). If DNS is not configured on 8.x, it must be configured after upgrading to 9.0(1).


Upgrade Paths to Unified CCX 9.0(1)

For information about supported Unified CCX upgrades, see the Cisco Unified CCX Software and Hardware Compatibility Guide, available at:

http:/​/​www.cisco.com/​en/​US/​docs/​voice_ip_comm/​cust_contact/​contact_center/​crs/​express_compatibility/​matrix/​crscomtx.pdf

Ordering the Upgrade Media

To upgrade to Unified CCX 9.0(1), go through the ordering process to obtain a media kit and license or to purchase the upgrade from Cisco Sales.

Adding a New License

After you upgrade to Unified CCX 9.0(1), you need to add a new license through the System > License Information > Add License(s) menu option from the Unified CCX Application Administration menu bar. See the Cisco Unified CCX Administration Guide Release 9.0(1) for detailed information on how to upload Unified CCX licenses; go to http:/​/​www.cisco.com/​en/​US/​docs/​voice_ip_comm/​cust_contact/​contact_center/​crs/​express_8_5/​configuration/​guide/​uccx851ag.pdf.

Upgrade to Unified CCX 9.0(1)

For upgrades from Unified CCX 8.x to Unified CCX 9.0(1), apply the Cisco Options Package (COP) patch file "ciscouccx.refresh_upgrade_v1.1.cop.sgn" before beginning the upgrade process. To access the latest software upgrades for all versions of Unified CCX, go to the Cisco website: http://www.cisco.com.


Note


  • You can apply this COP patch file using GUI (graphical user interface) or CLI (command line interface). For more information, see Cisco Unified Communications Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR Release 9.0(1) available at: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​products_​installation_​and_​configuration_​guides_​list.html
  • Ensure that you are on Version 8.0(2) SU4 or 8.5(1) SU3 to apply the COP patch file. If you are running on a lower version, you must upgrade to 8.0(2) SU4 or 8.5(1) SU3 and apply the COP patch file later.
  • Before starting the upgrade, the COP patch installation is mandatory on both the nodes of a Unified CCX cluster.
  • After you install the COP patch, you must reboot the system.

Unsupported Servers for Unified CCX 9.0(1)

Some of the servers supported by Unified CCX 8.x are no longer supported by Unified CCX 9.0(1). For information regarding the supported Unified CCX servers, see the Software and Hardware Compatibility Guide for Cisco Unified CCX and Cisco Unified IP IVR, available at:

http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​products_​device_​support_​tables_​list.html


Note


UCCX 9.0(1) requires a minimum of 4 GB of RAM. MCS-7816-I4-CCX1 and MCS-7825-I4-CCX1 servers will require a RAM upgrade to at least 4 GB in order to upgrade to Unified CCX 9.0(1).


If you have an unsupported server and plan to upgrade to Unified CCX 9.0(1), see the Replace Server Hardware section in the Disaster Recovery System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 9.0(1) available at:

http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​products_​installation_​and_​configuration_​guides_​list.html

Unified CCX Supported Languages

Cisco Unified CCX supports these languages:

  • Arabic (only prompts)
  • Chinese (Simplified)
  • Chinese (Traditional)
  • Danish
  • Dutch
  • Finnish (CAD/CSD and prompts)
  • French
  • French (Canadian)
  • German
  • Hebrew
  • Italian
  • Japanese
  • Korean
  • Malay
  • Norwegian (CAD/CSD and prompts)
  • Polish
  • Portuguese
  • Russian
  • Spanish
  • Swedish
  • Thai
  • Turkish

The Cisco Agent Desktop, Cisco Agent Desktop - Browser Edition, Cisco Supervisor Desktop, and Cisco IP Phone Agent quick start guides, and Cisco Unified CCX Historical Reports User Guide are available in these languages at this URL:

http:/​/​www.cisco.com/​en/​US/​partner/​products/​sw/​custcosw/​ps1846/​tsd_​products_​support_​translated_​end_​user_​guides_​list.html

For a detailed list of language localizations that are implemented for different portions of this release, see the Cisco Unified ICM/Contact Center Product and System Localization Matrix, which is available at this URL:

http:/​/​www.cisco.com/​en/​US/​docs/​voice_ip_comm/​cust_contact/​contact_center/​icm_enterprise/​localization_matrix/​guide/​G11nMap.xls

Unsupported Configurations and Scenarios for Unified CCX

Unified CCX 9.0(1) does not support the following configurations:

  • Shared lines for CTI ports and for CTI route points.
  • Expansion servers, except for automatic speech recognition (ASR) or text-to-speech (TTS), which must be separate, dedicated servers.
  • Consult transfer that is initiated from VRU script with ICM is not supported.
  • ICD call answer/transfer using any third-party attendant console desk software is not supported with Unified CCX.
  • Using the "place call" step to generate a call and thereafter placing this call (generated from the "place call" step) in a queue within the same script.
  • SIP REFER between a switchboard and Unified CCX is not supported if the transfer is completed after the call has been answered on the Unified CCX CTI port due to media reestablishment issues.
  • During TTS prompt playback, if the call is put on hold and retrieved back, the prompt does not get continued from where it was left.
  • Using consult transfer/redirect step from scripts to a translation pattern that maps back to a route point is not supported. Refer to the caveat, CSCsk19574, for details.

Unsupported and Supported Actions for Unified CCX Agents

This section outlines the unsupported and supported actions for agents using Cisco Agent Desktop or Cisco Unified IP Phone Agent Service.

Unsupported Actions for Unified CCX Agents

  • Use of the following softkeys on a Cisco Unified IP Phone is not supported:
    • Barge
    • cBarge
    • DND
    • GPickup
    • iDivert
    • MeetMe
    • Park
    • Pickup

Supported Configurations for Agent Phones

To determine the phone devices that are supported by Cisco Agent Desktop and for use by Cisco Unified IP Phone agents, see the Cisco Unified CCX Software and Hardware Compatibility Guide.

Following configurations are supported on agent phones:

  • A Unified CCX extension that is configured on a single device (but not on multiple devices).
  • A Unified CCX extension that is configured in a single device profile (but not in multiple device profiles).
  • Multiple agents sharing the same Unified CCX extension, which you can set up as follows:
    • Configure the Unified CCX extension on a single phone (not in a device profile).
    • Associate that phone with each agent who will use that extension.
    • Select the appropriate directory number (DN) as the Unified CCX extension for each agent.

In this configuration, only one agent at a time can be logged in.


Note


All agents who currently have the Unified CCX extension to be shared must log out before you can configure additional agents to share that extension.


Unsupported Configurations for Agent Phones

The following configurations are not supported for agent phones:

  • Two lines on an agent phone that have the same extension but exist in different partitions.
  • A Unified CCX extension that is assigned to multiple devices.
  • Configuring the same Unified CCX extension in more than one device profile, or configuring the same Unified CCX extension in any combination of device profiles and devices. (Configuring a Unified CCX extension in a single device profile is supported.)
  • In the Unified Communication Manager Administration Directory Number Configuration web page for each Unified CCX line, setting Maximum Number of Calls to a value other than 2.
  • In the Unified Communication Manager Administration Directory Number Configuration web page for each Unified CCX line, setting Busy Trigger to a value other than 1.
  • Configuring a Cisco Unified IP Phone with Secure Real-Time Protocol (SRTP) for use in silent monitoring and recording.
  • No Cisco Unified Communications Manager device can be forwarded to the Unified CCX extension of an agent.
  • The Unified CCX extension of an agent cannot be configured to forward to a Cisco Unified CCX route point.
  • Use of characters other than the numerals 0–9 in the Unified CCX extension of an agent.
  • Configuring the Unified Communication Manager intercom feature.
  • Configuring the hold reversion feature.
  • Agent extensions cannot be added to hunt lists/groups. If an agent has only one line, then the agent phone can not be part of a hunt list/group. In the case of multiple line, none of the monitored lines should be part of the hunt group. For more details on multiple lines support and number of monitored lines, see Cisco Unified Contact Center Express Solution Reference Network Design, available here: http:/​/​www.cisco.com/​en/​US/​partner/​products/​sw/​custcosw/​ps1846/​products_​implementation_​design_​guides_​list.html.

Unsupported Features in Unified CM and Cisco BE 6000

The following Unified CM features are not supported by Unified CCX 9.0(1). These features are disabled by default and should not be enabled for Cisco Unified CCX. For more information about these features, refer to the Unified CM documentation.

  • Block External to External Transfer
  • DSCP IP CTIManager to Application service parameter You can enable this service parameter for Unified CM but it does not affect Unified CCX
  • Advanced Ad Hoc Conference Enabled service parameter
  • Drop ad hoc conference when creator leaves
  • Signaling (QSIG) Path Replacement (PR). This feature must be disabled when Unified CCX is deployed. To disable this feature, set the Unified CM service parameters Path Replacement Enabled and Path Replacement on Tromboned Calls to False.
  • Forced Authorization Code and Client Matter Code Because these features can be enabled per route pattern, they should be turned off for all route patterns in the Unified CM cluster that Unified CCX might use. Enabling these features for route patterns that Unified CCX does not use does not affect Unified CCX.
  • Multilevel precedence and preemption (MLPP) You can enable this feature for devices in the cluster that do not interact with Unified CCX.

In addition, do not use Unified CM Administration to add or change CTI ports or route points that are used by Unified CCX or application users that are created by Unified CCX.

Scalability Requirements

For information on maximum capacities for various Unified CCX 9.0(1) items, see Cisco Unified Contact Center Express Data Sheets.

The supported call rate Busy Hour Call Completions (BHCC)on a given platform depends on the number of IVR Ports and the average call duration.

Actual capacity depends on the total server points that are determined by profiling testing. In addition, the maximum BHCC rate on a server is limited by the number of configured CTI ports and the use of other features.

Contact Dispositions in Unified CCX Real-Time Reports and Historical Reports

The following list contains information about contact dispositions on various Cisco Unified CCX real-time reports and historical reports.

  • Many real-time and historical reports show the disposition of a call. The Contact Service Queue Activity Report (by CSQ or by Interval) shows calls as Handled, Abandoned, and Dequeued. The Contact Service Queue Activity Report shows calls as Handled, Abandoned, Dequeued, and Handled by Other Contact Dispositions in Unified CCX Real-Time Reports and Historical Reports.
  • A contact that is queued and answered by an agent shows as handled in real-time and in historical reports.
  • A contact that is queued but abandoned before it is answered by an agent is shown as handled in the Overall Unified CCX Stats real-time report if a SetContactInfo step in the workflow marks the call as handled. Otherwise the call is shown as abandoned. The CSQ Unified CCX Stats real-time report shows the call as abandoned in both cases because it does not take into account the SetContactInfo step. For more information about theSetContactInfo step, see the Cisco Unified CCX Scripting and Development Series: Volume 2, Editor Step Reference Guide.
  • The historical CSQ reports takes into account whether a contact is marked as handled by the SetContactInfo step to determine if a contact is dequeued. The CSQ IP Unified CCX Stats report does not take into account the SetContactInfo step. Therefore, if a call is queued, then marked as handled, and then disconnects, the historical CSQ reports shows the call as dequeued on the CSQ Activity Report (by CSQ or by Interval) or as Handled by Other (handled by workflow script) on the CSQ Activity Report. The real-time CSQ Unified CCX Stats report shows it as abandoned.
  • If the Dequeue step is used, the CSQ historical reports shows a contact as dequeued on the CSQ Activity Report (by CSQ or by Interval) or as Handled by Other (handled by another CSQ, in this case) on CSQ Activity Report, but only if the contact is marked as handled. If a call is dequeued (by the Dequeue step), and then disconnects without being marked handled, the CSQ historical reports shows the contact as abandoned.
  • If a call is dequeued using the Dequeue step and the caller drops, the CSQ Unified CCX Stats real-time report shows the call as dequeued. If a call is dequeued from CSQ1 and is eventually handled by CSQ2, the CSQ Unified CCX Stats report shows the call as dequeued for CSQ1 and handled for CSQ2. If a call is queued on multiple CSQs and is eventually handled by CSQ1, the CSQ Unified CCX Stats report shows the call as handled for CSQ1 and dequeued for all other CSQs.

Caveats

Using Bug Toolkit

Cisco Release Notes normally include tables listing all open and resolved (those that have been fixed the last release) defects of the following severity levels:
  • Severity level of 1 or 2
  • Severity level 3 (if found by customer use)

If you have an account with Cisco.com, you can use the Bug Search tool to find caveats of any severity for any release.

Access the Bug Search tool at https:/​/​www.cisco.com/​cisco/​psn/​bssprt/​bss. Enter the bug identifier in the search box and press return or click Search.

Open Caveats

Open Caveats

The following table lists the open defects in this release.

Table 1 Open Caveats for Cisco Unified Contact Center Express

Identifier

Headline

CSCtr96855

Agent Email: On startup, email tab keeps showing 'Loading' animation

CSCtw74252

JPN: UCCX: HR: Some report types do not have their descriptions

CSCtx96470

UCCX EmailCSQ Agent Activity Report - Routed In Vs. Retrieved Definition

CSCtz37360

Alarms with UNKNOWN_ALARM are logged even when local syslog disabled

CSCtz85181

Scheduled collection of Zip file fails.

CSCua33885

UCCX: HR data has incorrect session/sequence number

CSCua50113

Traffic Analysis Hist Reports: Dates are not chronologically listed

CSCua56872

OutBound agent getting stuck in Reserved state in Load test bed

CSCua65636

Notification terminology mismatch between CCX and SocialMiner

CSCua66097

HRC start error on Chinese system

CSCua67945

SPA:HRC: Error 5041 opening Chat Agent Summary report

CSCua68002

ALL-LANG:HRC: Chat reports tables are misaligned

CSCua68130

Template need to be corrected in CUIC for chat traffic analysis report

CSCua69844

campaigns are not listed in filter page for preview outbound reports

CSCua71122

Failed to retrieve config database size after RU from 8.X to 9.0(1)

CSCua71193

Hyperlinking of phone numbers only works on first browser tab

CSCua71224

ICD call not offered to agent though he is ready and has skill

CSCua73971

UCCX Disaster Recovery Guide incorrectly states Node 1 backup procedure

CSCua78630

UCCX Arabic number incorrect pronunciation

Closed Caveats

The following table contains information about the known limitations in the latest Cisco Unified Contact Center Express release. Cisco has evaluated these defects on a case-by-case basis. For each defect, we have determined that one of the following is true:

  • The software functions as designed.
  • The issue cannot be resolved.

Identifier

Headline

CSCtr96855 Agent Email: On startup, email tab keeps showing 'Loading' animation
CSCtw74252 JPN: UCCX: HR: Some report types do not have their descriptions
CSCtx96470 UCCX EmailCSQ Agent Activity Report - Routed In Vs. Retrieved Definition
CSCtz37360 Disable local syslog is not working
CSCtz85181 Scheduled collection of Zip file fails.
CSCua33885 UCCX: HR data has incorrect session/sequence number
CSCua50113 Traffic Analysis Hist Reports: Dates are not chronologically listed
CSCua52405 ECC variable array iteration provisioning throws ICM_Encoding_Error
CSCua56872 OutBound agent getting stuck in Reserved state in Load test bed
CSCua59504 Cisco Media Terminal Group settings not retained after RU
CSCua65309 UCCX Help Chat Wizard
CSCua65636 Notification terminology mismatch between CCX and SocialMiner
CSCua66097 HRC start error on Chinese system

Resolved Caveats

This section lists all caveats that are resolved for this release.

Bugs are listed in order of severity by the bug identifier. Because defect status continually changes, be aware that this document reflects a snapshot of the defects that were resolved at the time this report was compiled.

The following sections list caveats that are resolved in Cisco Unified Contact Center Express but that may have been open in previous releases.

Table 2 Resolved Caveats for Cisco Unified Contact Center Express

Identifier

Headline

CSCtq05325

need to change ccm makefile to build WFChat before WFReporting

CSCtq82576

Error During creation and modification of widget

CSCtq96106

Issues found on Social Miner Config pages

CSCtr10991

Creation of widget fails when SM is not configured/No warning messages

CSCtr14530

No config data is retained when previous button is clicked in Chat CSQ c

CSCtr16922

Chat Menu Items should be visiable only for Premium License

CSCtr17463

Previous button doesnt work in new chat CSQ config

CSCtr18584

Sorting of chat CSQs fails

CSCtr19543

Not able to view Chat related Real time report after license upgrade

CSCtr20473

Core dump is generated on Cisco Desktop VoIP Monitor

CSCtr22839

Username, logout button gets displayed even after Chat CSQ page timeout

CSCtr47278

Wrong input Validation in Chat CSQ & Chat System parameter config

CSCtr47929

ChatWidget list is not getting resync after Sub comes up and CDS enabled

CSCtr50235

CCX WebService shows UNknown state on the second node.

CSCtr75120

Not able to view/Edit the saved Chat CSQ Configuration

CSCtr77038

SM Config page blanks out when Username or Password is changed in SM

CSCtr82449

Components not getting listed during comp activation during initial app

CSCtr82473

Timezone environment variable is not set during install

CSCtr84824

Error page is displayed when you login after timeout from Chat CSQ page

CSCtr87159

An unknow error message is shown when an INvalid IP is used with SM Conf

CSCtr87169

Social Miner password is exposed under MIVR logs during Authentication

CSCtr87174

Input Validation fails in SM for all UN and Passwords less than 6 char

CSCtr91291

Unable to launch the RTMT

CSCtr91457

Appadmin allows creation of Duplicate Chat CSQ

CSCtr93648

Chat Agent Login shows Invalid Username and Password when AXL is down.

CSCtr94034

No boundary check on Competence level in Chat CSQ Skill association page

CSCtr96255

Error in Creation Of team

CSCtr99662

Apadmin does not come up until couple of Tomcat restarts

CSCts40454

basic CSD functionality not working in UCCX 901

CSCts40462

Recording functionality not working in CAD application in UCCX 901

CSCts40474

CAD application do not respond to outbound calls in UCCX 901

CSCts57932

RTMT reports AMC is not running

CSCts63761

Unable to traverse from Appadmin to Unified serviceability as an Appuser

CSCts63765

Not able to start the UCCX services through CLI

CSCts63781

CDP Agent is not getting registered with the DRS

CSCts63807

Need to fissionise platfrom-install/Makefile

CSCts63821

Alarm interface bind failures in the RTMT Syslog Viewer

CSCts66321

Campaign not running after Failover

CSCts66532

Engine failed with a StackOverflowError in RouteAndQueue.

CSCts68496

Incorrect CLI service names

CSCts71634

UCCX 9.0 should be added to the Node Lock Current Version List

CSCts71904

L2 up gradation is failed from form 9.0.0.96000-57 to 9.0.0.96000-58.

CSCts74656

Chat Widget page is not working after migrating to 9.0 build 10

CSCts85313

Second Node Installation fails with CUIC DB error

CSCts85524

UCCX specific Alerts are not listed in RTMT Alert Central

CSCts87839

HRC Login fails due to database connection error

CSCts98048

L2 upgrade fails during ISO validation phase.

CSCtt04848

Not able to launch UCCX Editor Application

CSCtt10384

Check/Uncheck all buttons of trace config page not working

CSCtt24701

UCCX RTMT tool missing tab "CISCO Unified CCX" after upgrade.

CSCtt29935

In Refresh upgrade secondary node may validate the primary node version

CSCtt37596

UCCX: Cisco DRF failed to backup component CCXCOMPONENT

CSCtu20026

Requeued Chat contact is not presented to the available Chat Agent

CSCtu38683

Assigning capabilty fails if end user id is same as application user id

CSCtu42360

Opening Expression Editor throws Error

CSCtu51964

Not able to launch UCCX Editor 9.0 from Windows 7

CSCtv10223

UCCX SNMP Java Adapter stopped.MIB walk Voice Agent returns empty result

CSCtw18035

few cli commands not working

CSCtw45904

Editor repository not in sync with ccx

CSCtw48217

Refresh upgrade failure <Function: execute_shell_cmd(), exportcucm.py i>

CSCtw51769

Agent state moves to Ready state instaead of Not ready for non ICD call

CSCtw52185

Chat CSQ Page lists all the CSQs when the Pub DB is down.

CSCtw53546

Switch version forward failing<Error while taking backup of Unified CCX>

CSCtw57783

Click on Show Resource Button with Invalid comp levels throws 2 warnings

CSCtw76979

CVD fails to come up after L2 upgrade from 8.5/9.0 IR1 to 9.0 IR2

CSCtw79331

Fix 8.5 to 9.0(1) IR2 upgrade issues due to CUIC integration

CSCtw97356

CUIC CLI Errors in IR2 build

CSCtw97528

Restoring older backup would fail on UCCX 9.0 IR2

CSCtw98007

Dashboard Designer role for HR user and supervisor

CSCtw98400

CUIC Datasource does not change to non-master node after add2cluster

CSCtx00121

Error message after successful login to RTMT

CSCtx14617

Opening a workflow script in windows 7 throws OutOfBoundsException error

CSCtx15150

Tomcat is not coming up

CSCtx20851

Selected Provider is not considered from the AXL Provider Config Pop-up

CSCtx21567

UCCX : Restore of CCXCOMPONENT is failing after RU

CSCtx21613

UCCX: CALL_DELIVERED_EVENT with incorrect ConnectionCallID sent to CAD

CSCtx29560

Chat contact is not getting allocated unless the state is changed

CSCtx29642

Switch back fails after performing refresh upgarde and switch fwd

CSCtx31476

L2 upgrade fails when SELinux is not disabled

CSCtx37442

Doc changes for CSCtu38683

CSCtx42257

Not able to login Chat agent

CSCtx57125

Cisco Tomcat does not come up after RU

CSCtx58895

CCX Agent Datastore component activation failed during Add to cluster

CSCtx64274

Switch Version fails on Node 2

CSCtx64660

Unable to log in to Editor due to NoClassDefFoundError

CSCtx67558

CUIC Switch and Component activation fails

CSCtx78746

RTR is not updated when the ChatAgent lost network connectivity

CSCtx80916

Chat CSQ list page throws error when a CSQ created with skill having -

CSCtx81809

Auto switch version does not work

CSCtx96764

ASDR and RTR shows agent data even when agent timeout for login.

CSCty01291

L2 on UCCX node 2 fails while executing cm-dbl-install script.

CSCty01720

Failure during Basic command execution for command 'show uccx dbcontents

CSCty05804

In Analysis manager,Unable able to perform test connection for UCCX node

CSCty10519

UCCX db purge functionality works intermittently

CSCty19455

While performing RU - automatic switch version option is enabled

CSCty21094

During intial appadmin config CME is displayed as service provider

CSCty26571

http triger fails

CSCty29660

UCCX Upgrade failed at switchversion.

CSCty41567

Login - connectivity issue with tunnel

CSCty43004

In HA,Chat contacts which are handled are marked as abandoned in UCCX db

CSCty45489

RTR shows longest handling and Avg handling times for Abandonded contact

CSCty57132

RMCM,JTAPI,AXL Related show/util commands failing selinux enforce mode

CSCty60864

Log in to chat supervisor desktop is not happening for below scenarioes

CSCty60893

Dynamically modification causing problem for CSD report

CSCty61689

Same contact getting allocated to different agents

CSCty64405

SMTP Configurations done on Node1 are not getting replicated to Node2

CSCty79847

Inconsistency between two nodes RTR reports csq and Resource data.

CSCty79882

JMS clustering is not working with latest IR3 build.

CSCty79913

Auto redirect of agent URL is not directed to FQDN during fail scenerios

CSCty80484

Chat contact END button is not working for the contact during failover

CSCty80495

Contact token authentication is not working for the contact queued

CSCty81991

Agent logout is redirecting to wrong url which goes back to login screen

CSCty82237

Increment DB_SCHEMA_VERSION by 10 in UCCX90

CSCty83106

defect to checking chatuserform data persistance when DB is down

CSCty83155

Proper error messages for Invalid agent login scenerios

CSCty87837

CET tool is not exporting objects

CSCty88942

ASR functionality is broken with latest IR3 build

CSCty91353

Editor Version and copyrights is incorrect.

CSCty91453

Failed to retrieve config database size

CSCty91907

tomcat std error is incorrectly redirected to /&1

CSCty92494

UCCX: Unanswered Transferred Calls to Non-ICD Line Prevent Monitoring

CSCty93234

SysAppl not able to monitor running status of CUIC Reporting service

CSCty97749

SMTP config created from one node cannot be updated from another node

CSCtz00087

All the teams are not visible in IE8 in following scenario

CSCtz00210

Password for datasource gets encrypted

CSCtz04222

Unable to set the default voip monitor service in webCDA

CSCtz04270

sub version check should happen before app switch scripts are invoked

CSCtz04280

Switch version on pub with Sub in enforced mode fails

CSCtz04291

SELinux Violations while executing CUIC Switch Version

CSCtz06446

Not able to setup W1 upgrade in 9.0

CSCtz08515

CSQ report shows blank after modifying team name.

CSCtz08518

Supervisor report doesnt display all modified CSQ

CSCtz09661

Memory leak in openfire leading to openfire server not responding

CSCtz11234

"show uccx components" throws ArrayIndexOutOfBoundsException

CSCtz11282

Not able to Configure SocialMiner in IE

CSCtz16944

Unable to make config changesthough Sub DB is up and replication is up

CSCtz17360

Appropriate serviceability logs for ChatSubsystem and openfire

CSCtz18045

Load test: CPU usage is above 70%, FCCServer is constatnly using 40% cpu

CSCtz20524

Restore fails on IR2->IR3 upgraded setup

CSCtz22531

CUIC set cuic properties purge-time CLI is available for users

CSCtz23507

HTTP contact steps forward,redirect and include fails to load the doc

CSCtz31209

L2 upgrade delete /common/cisco folder

CSCtz31809

Engine is in shutdown state

CSCtz34515

Can't able to launch editor in Windows 7 OS

CSCtz35084

Capture SELINUX violations for CUIC cli command execution

CSCtz37354

Node 1 / node2 install failure

CSCtz39896

agent force login: wrong reason code in HR and CAD reports

CSCtz40331

CAD is crashing While trying to log in

CSCtz40384

Reports executed in CUIC have first record with "---" characters

CSCtz40470

Remote Monitoring is not working with latest IR3 build

CSCtz40571

Report Execution fails when non-master db down/Node down/Island Mode

CSCtz42597

Chat GT Issue: Agent inconsistant state when accepting contact very late

CSCtz42604

chat GT issue:agent desktop not waiting for chat to complete for signout

CSCtz42611

GT Issues : HR report is showing negative values in 3 of the chatreports

CSCtz42646

RMCM and chat SS is taking more than 20 mins after engine restart

CSCtz43205

Error while restoring UCDB component

CSCtz43494

Services status shows as running from CLI with out licenses

CSCtz44031

AMC error messages in RTMT

CSCtz47363

Performance Issue with Reporting Configuration page in UCCX 9.0 appadmin

CSCtz49624

Can not able to do initial app admin config successfully

CSCtz51413

Blended Load test,desktop enterprise service is crashing,core file seen

CSCtz51867

Recording functionality Not working using Cisco Supervisor Desktop

CSCtz52058

Sub Master : OB Call goes to RNA as CAD is not able to accept the call

CSCtz52472

Copyright is not proper in editor help file

CSCtz52763

Convergence aft Island:CDS/HDS gets enabled though disabled deliberately

CSCtz54409

UCCX Components Missing during Intial Appadmin configuration on Node1

CSCtz55699

ISO name is not using the correct ISO PREFIX for 9.0 UCCX version

CSCtz57487

Chat agent is not getting sign out.

CSCtz57569

File open error at the time of login in HRC

CSCtz59379

SplkAxl support for CallManager version 9.0

CSCtz60370

Switch version fails for L2 upgrades in UCCX 9.0

CSCtz61077

Skills are deleted with out warning eventhough they are assigned toAgent

CSCtz61300

Subscriber config/hr datastore not listed after L2 upgrade

CSCtz61381

show status command not showing license MAC for UCCX

CSCtz61733

Help for new pages in appadmin

CSCtz65855

Chat Agent functionality is broken

CSCtz66268

After a RU, not able to switch to CUIC as Reporting client.

CSCtz66370

Not able to change the password for root account after RU

CSCtz67552

Continous Respawning error comes after installation

CSCtz67554

After restore, Subscriber node gets dropped

CSCtz67734

Creating of chat CSQ is taking more than 10 minutes

CSCtz68742

TTS not working in 9.0 MainLine builds

CSCtz70698

Switch to CUIC fails after we try to remove a new node

CSCtz70737

removing 2nd node details from mmca tables

CSCtz72288

Chat RTR Reports in HA show status:Partially Connected

CSCtz72331

Supervisor does not logout during failover

CSCtz72350

Rest Call Failure During Log in and Agent State Change

CSCtz72497

Skillname with special characters Errors is not handled properly.

CSCtz72583

MS SQL 2k8 database connectivity fails

CSCtz72643

Must have icons, css packages pre-downloaded

CSCtz72651

Team-ID is show along with team name only in display page

CSCtz72673

Any URL's that says UnAuthorized must be re-directed to Login page

CSCtz74863

Duplicate Skill name should not be created

CSCtz74981

port 554 is blocked in selinux

CSCtz75198

Chat reports are seen in HRC with Enhanced and standard License

CSCtz75311

After updating max DB conn the page shows incorrect reporting client

CSCtz75623

UCCX 9.0 upgrade: Class path setting got reset after the upgrade

CSCtz75664

Admin page indicate UCCX still on demo license after installing perm lic

CSCtz75683

No confirmation dialog when prompting to delete the license file

CSCtz75693

Custom class files access restricted to LDAP server due to SE Linux

CSCtz75958

Variable Length Dial String gets reset to NA Dial String in CDA

CSCtz76039

during failover, agent logout info is missing in historical reports

CSCtz76837

CDA: synchronize directory service failed:inconsistent team info

CSCtz76924

JRE download pop-up appearing on login to CSD

CSCtz77360

CAD -BE hangs on ringing state

CSCtz77620

Chat Resource RTR report is not aligned with Voice Resourcce Report

CSCtz78020

CVD restart is not able to start all the sevices.

CSCtz78116

No proper error message when non chat Agents login to Chat Agent desktop

CSCtz78207

No proper error message when the SM ip is all single digit and Public ip

CSCtz79594

Large chat supervisor reports fail to show in Mozilla Firefox

CSCtz79606

No scroll bar is seen on Chat supervisor report when opened in CAD

CSCtz79978

Cad relogin failed & CSD is not showing agent after agentlogin(failback)

CSCtz81209

UCCX 9.0 Install guide needs update on appadmin link page

CSCtz83601

Kernel:IpVms:Error:Unable to get free ICMPeventAppID in High Call Vol

CSCtz83905

UCCX SM config fails, if SM username is less than 5 characters

CSCtz84973

Non Chat supervisor are able to login to supervisor desktop

CSCtz85147

Not able to login with IE and integrated browser with latest build

CSCtz85155

Force login gets contact when in Not Ready state

CSCtz85180

Unable to fetch resources on appadmin during concurrent sessions test

CSCtz85405

Normal supervisor signout is giving Technical Issue error

CSCtz87318

Chat UI Changes suggested by SM Team

CSCtz88047

call forward from agent nonipcc xtn to agent nonipcc xtn, agent notready

CSCtz88243

Chat Agent summary report gives " Field Name unknow" Exception

CSCtz88480

Outbound SIP port not getting migrated during L2

CSCtz88916

Force logging of stuck agent is not working on GT testbed

CSCtz89443

Supervisor desktop is logging out when SM goes down

CSCtz91224

Error: While deleting Outbound contacts from campaign page

CSCtz93251

SU3 to 9.0 Upgrade - Issues in mograting from HRC to CUIC

CSCtz93408

Platform OS admin page menu is broken in IE8

CSCtz93648

Mobile Skill Manager can add more than 150 skills

CSCtz93659

Mobile skill manager can assign more than 50 skill per agent

CSCtz94617

No Data validation when SM config is out of sync

CSCtz96001

Upgrade licneses(say CR to QM) is not properly updating the seats

CSCtz96344

Stock reports are not listed after restore

CSCtz97062

TUP.ini missing

CSCtz97375

RU cop overwrites files with old versions of scripts and jars

CSCtz97453

cad component restore fails

CSCtz98382

Inactive agents in CUCM which are not deleted in UCCX,creates duplicate

CSCtz98578

sealert after L2 upgrade

CSCtz98638

FIPS command to be removed for UCCX

CSCtz98924

Unable to retrieve resources since the query is case sensitive.

CSCtz99153

If 2nd node details is added as host name error is seen in appadmin page

CSCua00935

Chat Supervisor URL is redirected to Chat Agent URL on Service unavailab

CSCua00944

Too many confirmation messages while signing out on a incoming Chat

CSCua01784

CAD appears in non-English language

CSCua01886

db corruption recovery doesn't work for 9.0

CSCua01996

Scheduling reports are not getting saved in proper format

CSCua02657

Manual backup fails in CCXComponent

CSCua12139

Avg Talking time in "Agent summary report" shows as zero - outbound call

CSCua13811

Switch Version Fail if there are any open connection to the database

CSCua14298

Config updates not happening after backup failure

CSCua14913

sealert seen during backup

CSCua14930

Trigger UCM Options

CSCua14984

UCCX DemoLicenses

CSCua15583

RTR takes longer time when any report is launched for the first time

CSCua15800

Issue with Chat Load : Chat Agents are stuck in busy state forever

CSCua15886

All the overview pages of CUIC are NOT Available (404 Error)

CSCua15943

RMI port not getting restored

CSCua15962

On Running Preview outbound load, Cisco Enterprise service crashes

CSCua16567

CVD service is restarted during CAD restore

CSCua16625

CLI cmd to recover DB Corruption should restore system to normal state

CSCua18352

utils uccx database dbserver integrity CLI command failing

CSCua18530

Reset Replication doesn't work from serviceability UI

CSCua18564

Config Sync fails if there are any non-english char in the config

CSCua19264

Cad restore fails or doesn't restore configurations

CSCua20276

CVD DB_MGR shows OUT_OF_SERVICE when CDS is disabled in island mode

CSCua21002

switchversion of node2 fails

CSCua22458

Default Purge setting is not in sync with DB / UI

CSCua26040

Chat agent status is not changing : Found in GT

CSCua27823

After fallback , Chat Agent received a contact in Not-Ready state.

CSCua27957

chatTraffic Analysis report on load testbed gives Invalid summary data.

CSCua27977

Failover and Failback failed agent to logout in GT

CSCua28056

CUIC Traffic Analysis report shows in GMT and others show in IST

CSCua28092

Agent ID with mixed character doesnt logout when session is killed

CSCua28487

Unable to switch report client to CUIC in 400 Agent HAoWAN load testbed

CSCua28537

Data discrepancy between HRC and CUIC for Traffic Analysis in non-GMT

CSCua28862

utils uccx modify remote_IPAddress Cli commad failed after Upgrade

CSCua30588

deadlock in Enterprise service during island mode (CSD haning)

CSCua30636

Cad autolog in failed and unable see agent from CSD after relogin

CSCua30863

CDS active when replication broken,HDS remains Unknown after repl reset

CSCua30877

Extension Mobility agent: outgoing call is not recorded in HR

CSCua31436

Prevent access to agentdesktop when IP addr in URL instead of FQDN

CSCua32815

Multi-byte skill,CSQ,resources are not displayed in HRC reports

CSCua33542

Services are not starting after change the ip address of node1

CSCua33709

Dynamic skill updates not getting reflected

CSCua34165

Appadmin page throws a blank page in firefox or IE

CSCua34330

HRC login continuously fails with 5051

CSCua34503

Document Not Ready Selection While In Call Doesn't Display Wrap-up Data

CSCua36373

Node2 cluster Remove/Add fails after RU with host name configuration

CSCua36432

CUPS integration with CAD not working after L2 upgrade

CSCua36482

Password shown in clear text in Agent debug file

CSCua36579

The document should clearly state how to access the chat webpage

CSCua37952

SELinux not allowing Update Statistics to run on CCX

CSCua38454

Mobile Skill Manager issues with Samsung Galaxy S series phones

CSCua39125

port CUCM defect CSCtz99522 to UCCX

CSCua39323

CCX: Cisco Desktop Admin Services not started after upgrade

CSCua46127

Config Not Shown In Master Node when DB down on Master for HA setup

CSCua47133

CSD is hanging while launching first time after upgrade

CSCua49034

HR data is not been written under temp file when DB is down

CSCua49697

CAD hangs completely after fail back

CSCua54094

Chat reports are taking more time on load box

CSCua65147

"Offer Chat Contact When On Voice Call*:" setting is not working

CSCua30863

Duplicate ccg id is created after W1 upgrade

Troubleshooting

For more information on how to troubleshoot issues that may arise in your Unified CCX system, see the Troubleshooting DocWiki page: http:/​/​docwiki.cisco.com/​wiki/​Troubleshooting_​Unified_​Contact_​Center_​Express.

Obtaining Documentation Support and Security Guidelines

For information on obtaining documentation, obtaining support, providing documentation feedback, security guidelines, and also recommended aliases and general Cisco documents, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

http:/​/​www.cisco.com/​en/​US/​docs/​general/​whatsnew/​whatsnew.html

Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS Version 2.0.

Obtaining Technical Assistance

Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Support website on Cisco.com features extensive online support resources and is available at this URL:

http:/​/​www.cisco.com/​en/​US/​support/​index.html

In addition, if you have a valid Cisco service contract or Cisco Technical Assistance service contract, contact your reseller.

Submitting a Service Request

The TAC Service Request Tool is located at this URL:

http:/​/​www.cisco.com/​techsupport/​servicerequest